Articles focused on IT Service Management principles, frameworks, and practices that improve service delivery, governance, and customer experience in modern IT environments
Most ITSM teams are stuck between automation and autonomy. This post explores the real challenges and the practical roadmap needed to progress up the AI maturity curve.
From Automation to Autonomy | Where Is Your IT Organisation on the AI Maturity Curve? Read More »
Agentic AI, AI-powered Service Management, IT Service Management, ITIL, ITSM
Understanding Agentic AI isn’t optional for ITSM professionals anymore. This shift goes beyond automating routine tasks. Agentic AI independently handles
How Agentic AI is Transforming IT Service Management (ITSM) Read More »
AI-powered Service Management, IT Service Management, ITIL, ITSM
A 60-minute delay cost $5 million. This post shows how real-time AI in ITSM changes the maths on incident response using a rail scheduling scenario.
How Real-Time AI Slashes Incident Response Time in ITSM Read More »
AI-powered Service Management, IT Service Management, ITIL, ITSM
AI in ITSM is no longer theory. From routing incidents to predicting outages, here’s where AI is delivering real value and which tools are leading the way.
Real AI Use Cases in ITSM | What’s Working and Why It Matters Read More »
AI-powered Service Management, IT Service Management, ITIL, ITSM
Early TBM alignment isn’t optional, it’s where the real value begins. Learn how to set the foundation with the right people, structure, and conversations.
How to Approach Early TBM Alignment in ITSM Read More »
IT Financial Management, IT Service Management, ITIL, ITSM, Technology Business Management (TBM)
TBM starts with alignment, not software. Learn how to structure your first ITSM-Finance conversation to drive value and avoid early missteps.
Building Alignment Before Tools | TBM’s First Steps in ITSM Read More »
IT Service Management, ITIL, ITSM, Technology Business Management (TBM)
TBM 5.0 brings new ways to track AI within ITSM, improving cost clarity and service value reporting.
AI Advantages in ITSM | What TBM 5.0 Brings to the Table Read More »
AI-powered Service Management, IT Financial Management, ITSM, Technology Business Management (TBM)
Only 4% of organisations have fully integrated AISM. Learn why poor data and weak integration stall adoption in ITSM, and how to overcome these challenges.
How AI is Enhancing IT Service Management Read More »
AI-powered Service Management, IT Service Management, ITSM
Your chatbot isn’t broken, your knowledge base is. Learn five practical ways to fix your knowledge articles for AI success in ITSM.
Fixing Knowledge Articles for AI | Why Your Chatbot Keeps Getting It Wrong Read More »
AI-powered Service Management, IT Service Management, ITSM
How Predictive AIOps is changing IT Service Management, moving from fire fighting to foresight with AI-powered insights.
Predictive AIOps | The Next Layer in IT Service Management Read More »
AI-powered Service Management, ITSM